Complaint & Appeal: templates and forms

For anyone whose request to a Scottish public authority under the Freedom of Information (Scotland) Act 2002 was refused in whole or part, answered incompletely or not answered within 20 working days: a requirement for review under section 20 of the Act, giving your reasons and asking for the outcome within 20 working days. It is the step before an application to the Scottish Information Commissioner. Send it by email to the authority's FOI address within 40 working days of its reply, or of the date its reply was due.

For the registered keeper of a vehicle in Northern Ireland who has received a Notice to Owner for a parking penalty charge from the Department for Infrastructure or a council and wants it cancelled. The letter makes formal representations on a ground printed on the notice — for example that the contravention did not occur, or that the vehicle had been taken without consent — with the facts and the evidence. Send it within the time the notice gives; if it is rejected, the Northern Ireland Traffic Penalty Tribunal hears a free appeal.

For a consumer in Northern Ireland who bought a used car from a dealer and found a fault. Under the Consumer Rights Act 2015 the car must be of satisfactory quality for its age, mileage and price, and as described. The letter describes the fault and asks for the remedy you choose: rejection and a refund within 30 days of delivery, a repair or replacement, or, after a failed repair, a refund or a price reduction. It gives 14 days, then a claim in the county court — a small claim up to £5,000. Not for a private sale.

For the keeper of a vehicle in Scotland who has received a council's Notice to Owner for parking, an enforcement notice for pavement, dropped kerb or double parking, or a penalty charge notice sent by post for a bus lane or a Low Emission Zone, and wants it cancelled. The letter makes formal representations on a ground printed on the notice — the contravention did not occur, you were not the owner, the vehicle was taken without consent, the charge was too high, or another ground listed — with the facts, the evidence and any compelling reasons. It must reach the council within the time on the notice; the council's free online form does the same.

For a parent in Northern Ireland whose child has been refused a place at a primary or post-primary school they applied for. An appeal against the Board of Governors' decision to the independent admissions appeal tribunal the Education Authority sets up: it names the decision and sets out why the school's published admissions criteria were not applied, or not applied correctly — the question the tribunal decides. Lodge it by the deadline in the Education Authority's letter, through EA Connect, on its paper form or as this letter, posted first class with the decision letter.

For a private tenant in Scotland whose home needs repairs — damp and mould, a broken boiler, leaks, faulty electrics. The tribunal’s Housing and Property Chamber publishes a free sample notification letter; this letter does the same job in full. It notifies your landlord in writing of each problem, with dated photos, reminds them that the home must meet the repairing standard throughout the tenancy, asks to arrange an inspection within 14 days and confirms you will keep paying the rent. Notifying the landlord is the step required before a free application to the First-tier Tribunal for Scotland. Send it by recorded delivery and keep a copy.

For a parent in Scotland whose placing request for a school — in P1, S1 or during the school year — has been refused, or not decided in time. A reference to the education appeal committee under section 28C of the Education (Scotland) Act 1980: it identifies the decision, sets out your grounds, asks the committee to overturn the refusal and asks for the hearing papers in good time. It must reach the council within 28 days of your receiving the refusal; many councils also have their own appeal form. Sent by recorded delivery, with the decision letter and your evidence.

For a claimant in Northern Ireland who disagrees with a Department for Communities decision on Universal Credit, Personal Independence Payment, Employment and Support Allowance, Carer's Allowance or another benefit. A written request to look again at the decision, within one month of it, or later with your reasons: it names the decision, says why it is wrong, lists new evidence, asks for the evidence used and for a mandatory reconsideration notice, the step before an appeal to The Appeals Service. The journal and the phone line are free alternatives. Posted first class. Sold blank.

For anyone whose request under the Freedom of Information Act 2000 — to a public authority in England, Wales or Northern Ireland, or a UK-wide body — was refused in whole or part, answered incompletely or not answered within 20 working days: a request for an internal review, giving your reasons and asking for the outcome within 20 working days, the step before a complaint to the Information Commission (the ICO). Send it by email within 40 working days of the reply. A Scottish public authority’s answer is reviewed under the Freedom of Information (Scotland) Act 2002 instead: use the Scottish requirement for review.

For a cardholder who paid by debit, credit or prepaid card and did not get what they paid for — goods never delivered, faulty or not as described, a trader gone bust, a promised refund not paid, or a wrong amount. The letter asks your card provider to raise a chargeback under the card scheme's rules. Chargeback is not a legal right and the scheme sets time limits, often 120 days, so send it quickly by email or secure message and by first class post.

For a parent in Wales whose child has been refused a place at a school they applied for, at the usual starting age or during the school year. An appeal under section 94 of the School Standards and Framework Act 1998, the Welsh admission appeals regulations of 2005 and the Welsh Government's School Admission Appeals Code, to the clerk of the independent appeal panel: it identifies the decision, sets out your grounds, asks for the place and for the hearing papers in good time. Posted first class by the deadline in the decision letter.

For a claimant in England, Wales or Scotland who disagrees with a DWP decision on Universal Credit, Employment and Support Allowance, Jobseeker's Allowance, another DWP benefit or, in England and Wales, Personal Independence Payment. A written request to look again at the decision, within one month (or up to 13 months with reasons): it says why the decision is wrong, lists new evidence and asks for DWP's evidence and a mandatory reconsideration notice. The journal and DWP's own form are free. Posted first class. Not for Social Security Scotland's benefits, such as Adult Disability Payment: they have a redetermination. Sold blank, as it may hold health data.

For a passenger whose flight arrived three hours or more late, was cancelled at short notice, or who was denied boarding, on a flight covered by UK261 (Regulation (EC) No 261/2004 as it forms part of UK law): every flight from a UK airport, and flights to the UK on a UK airline or, from outside the EU, on an EU airline. The letter claims the fixed compensation in pounds — £220, £350 or £520 per passenger, by distance — from the airline that operated the flight, unless extraordinary circumstances caused the problem. Send it by email or the airline's claim form, and by first class post.

For a personal customer tricked into sending money by bank transfer to a fraudster — a fake investment, a purchase that never existed, a caller pretending to be the bank or the police. Under the reimbursement rules for authorised push payment scams, your bank must normally refund payments made by Faster Payments or CHAPS since 7 October 2024, up to £85,000, if you claim within 13 months of the last payment. The letter makes the claim in writing and asks for a decision; if refused, the Financial Ombudsman Service is free.

For a customer with a problem with a mobile, landline or broadband provider, or a TV service in the same package: slow or broken service, wrong bills, a price rise or contract change you were not told about, or trouble when moving home. The letter is the formal complaint the provider must deal with; if it is not resolved within six weeks, or you get a deadlock letter, you can take it free to the provider's ADR scheme, the Communications Ombudsman or CISAS. Send it by email or first class post.

For a consumer who paid all or part of the price of goods or a service costing more than £100 and up to £30,000 with a credit card, and whose trader broke the contract or misdescribed what it sold — faulty goods, nothing delivered, a firm gone bust. Under section 75 of the Consumer Credit Act 1974 the card provider is equally liable with the trader. The letter makes the claim; if the provider rejects it or has not answered within eight weeks, you can take it free to the Financial Ombudsman Service.

For a policyholder whose insurer has refused, underpaid or delayed a claim, mis-sold a policy or added unfair charges — car, home, travel, pet or other insurance. The letter is the formal complaint the FCA's rules require the insurer to answer within eight weeks; after its final response, or once eight weeks have passed, you can take it free to the Financial Ombudsman Service within six months. Send it to the insurer's complaints team by email or first class post.

For a resident unhappy with a council service or decision — bins, potholes, planning enforcement, noise, social care, a school place process or poor handling of an earlier request: a formal complaint under the council’s complaints procedure, saying what happened, what you have done so far and what you want the council to do. Use the council’s online form if it has one. If you are still unhappy after its final reply, the Local Government and Social Care Ombudsman looks at complaints free of charge.

For a patient in England, or someone complaining with their consent, who is unhappy with care from a GP practice, a hospital, a dentist or another NHS service. A formal complaint under the NHS complaints regulations of 2009, to the provider or to the integrated care board: it says what happened, what you want done, and that you may go to the Public Service Ombudsman (until 1 October 2026 the Parliamentary and Health Service Ombudsman). It is not a claim for compensation. Sent by email. Sold blank, to complete by hand, as it holds health data.

For a policyholder anywhere in the UK whose private medical insurance should pay for treatment. One letter for two moments: a claim for treatment you have had or need, or a challenge to the insurer's refusal or reduction of a claim. It sets out the treatment and the amount, your reasons, recalls the insurer's duty to pay within a reasonable time, and turns into a formal complaint with the eight-week limit and the free Financial Ombudsman Service. Sent by email. Sold blank, to complete by hand, as it holds health data.

For a resident unhappy with a council service or decision — bins, potholes, planning enforcement, noise, social care, a school place process or poor handling of an earlier request: a formal complaint under the council’s complaints procedure, saying what happened, what you have done so far and what you want the council to do. Use the council’s online form if it has one. If you are still unhappy after its final reply, the Public Services Ombudsman for Wales looks at complaints free of charge. You may write to a Welsh council in Welsh and receive its answer in Welsh.

For a household customer in England, Wales or Scotland with a problem with their gas or electricity supplier: a wrong or estimated bill, a catch-up bill for energy used more than 12 months ago, a meter fault or poor service. The letter is the formal complaint the supplier must deal with; if it is not resolved within eight weeks, or you get a deadlock letter, you can take it free to the Energy Ombudsman. Send it by email or first class post, and keep the date.

For a parent in England whose child has been refused a place at a school they applied for, in the normal admissions round or during the school year. An appeal under section 94 of the School Standards and Framework Act 1998 and the School Admission Appeals Code 2022, to the clerk of the independent appeal panel: it identifies the decision, sets out your grounds, asks for the place and for the hearing papers in good time. Posted first class, with the decision letter and your evidence; many councils also take appeals online.

For a patient in Wales, or someone acting with their consent, who is unhappy with care from a health board, an NHS trust, a GP practice, a dentist or a pharmacy. A written concern under the NHS Wales regulations of 2011 and the Listening to people process, which replaced Putting Things Right for concerns raised from 1 April 2026: it says what happened, what you want done, asks whether redress may be due, and names the Public Services Ombudsman for Wales. Sent by email. Sold blank, to complete by hand, as it holds health data.